job
Belgio, BrusselsBelgio, Brussels

LVMH

Data di pubblicazione 28.04.2024

Team Manager (Italian-speaking) - Client Services

Poste

As a Team Manager you will support the CSC Manager to oversee, organise, and coordinate a team of Client Advisors by supervising and monitoring calls, ensuring that set objectives are achieved, motivating and coaching people, and handling client complaints when needed. Together, you'll shape unforgettable customer experiences through calls and digital interactions, ensuring every touchpoint reflects Louis Vuitton's legacy of quality.
  • Lead and inspire a talented team of Client Advisors, fostering a culture of sophistication and exceptional service.
  • Coach and develop your team through personalized action and development plan and constructive feedback.
  • Analyze sales trends and client feedback to develop innovative strategies that keep us at the forefront of luxury retail service.
  • Champion high-quality client interactions across calls and digital platforms, ensuring alignment with Louis Vuitton's prestigious standards.
  • Strategically manage call flow operations while upholding a client-centric approach that exceeds service expectations.
  • Managing traffic flow, coordinating with Performance Management for optimal staffing during peak seasons.
  • Overseeing quality assessments across all communication channels to refine client interactions continuously.
  • Directly support and drive key initiatives under the guidance of the CSC Manager.
  • Collaborate closely with HR to nurture talent within the team, focusing on performance reviews and career progression


Profil

  • Native fluency in Italian + fluent in English. Fluency in another language like Spanish or Portuguese would be a plus but not mandatory.
  • Proven leadership experience in customer service or call center environments, ideally within the luxury sector.
  • Flexibility to work shifts (from 8am to 8pm), including weekends and public holidays.
  • Avanced proficiency in MS Excel and other reporting/analytics tools such as PowerBI
  • Strong analytical skills paired with excellent communication abilities across all levels of business.

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